Contact Centre Manager

We Put the World on VacationAt Travel + Leisure Co., our mission is simple: to put the world on vacation. Our Vacation Ownership business line includes Club Wyndham, WorldMark by Wyndham, Margaritaville Vacation Club, Accor Vacation Club and the brand new Sports Illustrated Resorts. Our more than 19,000 associates put the world on vacation at more than 270 vacation club resort locations across the globe. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.

PRIMARY OBJECTIVES:

Drive the company vision of “making holiday dreams come true” by leading, training and motivating the Coporate Marketing Contact Centre team based in Bali or Phuket through sales marketing campaigns via both phone & omni channel platforms. The manager will ensure that both individual and team performance meet personal and departmental KPIs, as well as broader organizational objectives. They will provide ongoing support and guidance to contact center staff, clearly communicating and reinforcing these goals.

PRINCIPAL RESPONSIBILITIES: (Include but not limited to)

• Proven experience in delivering online sales across multiple customer contact channels, including phone, email, web/live chat, and social media.
• Essential experience in omni-channel sales strategies.
• Preferred experience with HubSpot or similar CRM platforms.Identifying best practice, processes and systems and drive continuous improvement environment.
• Employing a sound dispute resolution process to address customer complaints
• Results-driven professional. 
• Ensure sales targets, and KPI’s are continually reviewed, and expectations are met
• Develop strategies to meet or exceed sales targets
• Develop strategies to increase sales and meet or exceed sales targets. - Monitor and evaluate call center performance, ensuring high quality customer service and adherence to company policies and procedures

KEY POSITION CRITERIA:

• Excellent communication, engagement and development of people skills.
• Strong experience in online sales, with demonstrated success in meeting or exceeding sales targets in a dynamic environment.Experience with CRM and engagement platforms (HubSpot experience preferred) for seamless customer journey management.
• Supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness. 
• Implementing the strategic direction and change
• Building and maintaining effective internal and external stakeholder relationships
• Monitor and evaluate contact center performance, ensuring high quality customer service and adherence to company policies and procedures

Where Memories Start with You

Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you’ll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We're always looking ahead to what’s next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.

We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to [email protected], including the title and location of the position for which you are applying.